Tech but no support

Here I am just finishing a call from tech support. A proprietary software that we are running on the PC is acting up and generating a host of errors. After putting me on hold for 10 minutes the person on the other end returned and told me that they have called up 2nd level support expedite the call and they will be calling me back. Okay, I was on the phone for 10 minutes with someone that cannot help me. What kind of support is that? In this day and age of email, voicemail, 2 way pagers, cellphones, and text messaging, how come we cannot get in contact with the right people?